Community Moderation & Care Program Manager, Policy & Process

Job Description

Community Moderation & Care Program Manager, Policy & Process

#WeAreEA and we exist to inspire the world to play. EA values creativity, pioneering, passion, determination, learning, and teamwork. We mean things like acting with curiosity, speaking up with original ideas, and committing to each other as one team.

We're looking for all the best kinds of people to make great experiences for our players. The best people want a job that inspires them, while giving them room to enjoy their lives. And we want to give them that. We celebrate diversity and inclusion by creating a place where you can come to work and be yourself.

And we want you to join us. We're hiring a Community Moderation & Care Program Manager, Policy & Process

We're looking for someone to promote high-quality engagement with our Player Policy organization to drive awareness, understanding, and adoption of our player policies within the Community Moderation & Care organization, making sure we are able to meet the safety needs of our fan communities. This role will lead the policy partnerships and be responsible for learning the trends in disruptive content, understanding false positive & negative results, reviewing player data and using this information to make informed updates to Community Moderation processes. This information will be used to make sure we have adopted the most up to date and accurate information for dispute resolutions. This role will partner closely with Community Moderation & Care Leadership, Player Policy teams, Product Managers and Program managers to quickly respond & evolve to meet the needs of EA and our fan communities.

As part of this role, you may need to review sensitive and potentially disturbing content including but not limited to vulgar language, hateful conduct, violence, and other graphic content. We will minimize the impact of this content to the extent that we can and have resources to support your mental wellbeing, should you need it.

You will be part of EA's Fan Care organization and will report to the Director of Community Moderation & Care Programs. The Fan Care organization strives to make EA known for taking care of its fans. We're fans taking care of fans and people talking to people – whenever, wherever, and however they need us.

So how does the Community Moderation & Care Program Manager, Policy & Process make great experiences for fans? They:
• Understand how our disruptive content policies work including how to apply policies appropriately to player reports
• Make recommendations to player policy based on real world events & changes in community language received by the Community Moderation & Care team
• Work with partner organizations to understand current labeling work and adjust program deliverables accordingly
• Understand and evangelize the why behind player policies & ensure that Community Moderation & Care processes reflect current policy
• Influence Community Moderation & Care strategy based on policy knowledge
• Make data-driven decisions to drive improvements in our processes to better meet the needs of our communities
• Participate in the creation of the monthly moderation report
• Work with business partners to maintain compliance with regulatory requirements for certain types of disruptive content

If this role is for you, then you are:
• Creative: You find out-of-the-box/non-traditional solutions.
• Proactive: Provide recommendations and take the lead on plans to change.
• Efficient: Implement new ways of doing things faster, better.
• Curious/Inquisitive: Investigate the current situation and ask the relevant questions.
• Collaborative: Work well with peers and motivated by different ideas.
• Passionate: The customer experience drives your decisions.

If you're interested, you'll need these skills or experiences:
• 2 years experience in program or project management
• Success leading long term programs across a global organization
• Success identifying key program deliverables and achieving them

COMPENSATION AND BENEFITS The ranges listed below are what EA in good faith expects to pay applicants for this role in these locations at the time of this posting. If you reside in a different location, a recruiter will advise on the applicable range and benefits. Pay offered will be determined based on a number of relevant business and candidate factors (e.g. education, qualifications, certifications, experience, skills, geographic location, or business needs). BASE SALARY RANGES

In British Columbia, we offer a package of benefits including vacation (3 weeks per year to start), 10 days per year of sick time, paid top-up to EI/QPIP benefits up to 100% of base salary when you welcome a new child (12 weeks for maternity, and 4 weeks for parental/adoption leave), extended health/dental/vision coverage, life insurance, disability insurance, retirement plan to regular full-time employees. Certain roles may also be eligible for bonus and equity.

Jobcode: Reference SBJ-gwqvep-3-147-27-129-42 in your application.